Harvey

2 days ago

User Operations Team Lead, London

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead user operations as a player/coach, owning a reduced support queue while serving as an escalation point for complex, technical, or high-risk customer issues. Troubleshoot across product workflows, integrations, and edge cases, and translate recurring escalation patterns into actionable insights. Coach Specialists through onboarding, ticket review, and QA feedback, while driving process improvements, lightweight systems, and team-level metrics like CSAT and queue health.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Own a reduced but meaningful support queue, meeting ticket goals while maintaining high quality and responsiveness.
•Serve as an escalation point for complex, technical, or high-risk customer issues and use advanced troubleshooting across workflows and integrations.
•Support onboarding and ramping of new hires through shadowing, feedback, and knowledge sharing; mentor Specialists with regular feedback and informal 1:1s.
•Review tickets, internal requests, and QA outputs to provide clear, actionable coaching and maintain quality standards.
•Lead small projects or experiments per quarter and improve processes via workflow, tooling, and documentation updates; track signals like CSAT, first response time, and queue health.

Key Requirements

•3-5+ years of experience in customer support or user operations, ideally in a high-growth SaaS environment.
•Proven strength as a senior IC or informal team lead, with experience acting as an escalation point.
•Strong technical troubleshooting ability and comfort working across multiple systems and tools.
•Experience improving support workflows, documentation, or tooling—not just executing existing processes.
•Ability to coach others with clarity, empathy, and high standards.

Experience:3+ yearsSaaS

Skills:CoachingCommunicationJudgmentEmpathyProblem-solving

Company Brief

Harvey

Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Harvey

2 days ago

User Operations Team Lead, London

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Own a reduced but meaningful support queue, meeting ticket goals while maintaining high quality and responsiveness.
•Serve as an escalation point for complex, technical, or high-risk customer issues and use advanced troubleshooting across workflows and integrations.
•Support onboarding and ramping of new hires through shadowing, feedback, and knowledge sharing; mentor Specialists with regular feedback and informal 1:1s.
•Review tickets, internal requests, and QA outputs to provide clear, actionable coaching and maintain quality standards.
•Lead small projects or experiments per quarter and improve processes via workflow, tooling, and documentation updates; track signals like CSAT, first response time, and queue health.

Key Requirements

•3-5+ years of experience in customer support or user operations, ideally in a high-growth SaaS environment.
•Proven strength as a senior IC or informal team lead, with experience acting as an escalation point.
•Strong technical troubleshooting ability and comfort working across multiple systems and tools.
•Experience improving support workflows, documentation, or tooling—not just executing existing processes.
•Ability to coach others with clarity, empathy, and high standards.

Experience:3+ yearsSaaS

Skills:CoachingCommunicationJudgmentEmpathyProblem-solving

Company Brief

Harvey

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor